Integration with Jira Service Management

Jira Service Management (JSM) makes it easy to provide users with self-service support by surfacing relevant Confluence articles. With Capable Publishing, you can ensure that only reviewed, approved, and up-to-date content appears in your portal.

Publish trusted content straight into your help portal

Whether you're helping agents resolve tickets faster, or enabling customers to find answers on their own, Capable gives you the structure and confidence to publish the right content into the right JSM-connected space.

🎯 What You Can Do

With Capable + JSM + Confluence, you can:

• ✅ Use a Confluence space as a knowledge base for your JSM project

• 📥 Draft and review content in a private space using Capable

• 🧾 Require approvals before publishing help articles

• 🚀 Automatically publish approved pages into the live JSM-connected space

• 🔁 Keep articles up to date—Capable flags them if the draft changes

🔗 Connecting Your Published Space to JSM

Jira Service Management supports using any Confluence space as a knowledge base. Here’s how to make your published content visible in JSM:

1. In Jira Service Management, go to Project Settings → Knowledge Base.

2. Select Link a Confluence Space.

3. Choose the Confluence space that Capable is publishing to (e.g., Help Center, Public Docs, or Support KB).

4. Choose whether to show articles to agents only or customers in the portal.

🔒 Pro tip: If you're publishing externally, make sure your target space is viewable by either logged-in users or anonymous users, depending on your portal's access level.

🧭 Recommended Setup

👥 Agent-Facing vs Customer-Facing Knowledge

JSM supports two types of knowledge base visibility:

🔍 Agent Knowledge Base

• Used by internal agents when responding to tickets

• Agents can browse or search Confluence content from inside Jira

• Ideal for SOPs, troubleshooting steps, internal-only docs

✅ Capable ensures these articles are reviewed and published into a trusted internal KB.

🌐 Customer Portal Knowledge Base

• Shown to customers in the help portal during ticket submission

• Helps reduce ticket volume by answering common questions

• Requires published space to be accessible to customers (logged-in or anonymous)

✅ Capable ensures customer-facing docs are polished, approved, and version-controlled.

🛠 Example Workflow

Scenario: Your support team documents a new troubleshooting guide for login issues.

1. A support agent drafts the article in Support Drafts

2. Capable triggers an approval request to a senior agent and the documentation lead

3. Once approved, Capable publishes the article to Support KB

4. The Support KB space is already linked to your JSM project

5. The article is now:

   • Searchable by agents in the Jira issue view

   • Automatically surfaced to customers in the help portal when relevant

💡 Best Practices

• 🔒 Lock down editing in your published space to prevent unauthorized changes

• 🧾 Use Capable’s approval history to maintain a clean audit trail

• 📥 Keep drafts private to avoid exposing work-in-progress content in the portal

• 📌 Label articles by topic so JSM can surface them accurately based on keywords

• 🔁 Republish frequently: If content changes in the draft, Capable will flag it as "Out of Sync" so you can update the live article easily

✅ Summary

By combining Capable Publishing with Jira Service Management, you get the best of both worlds: